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Documentation Index

Fetch the complete documentation index at: https://docs.eat-now.io/llms.txt

Use this file to discover all available pages before exploring further.

Whether the agent drafts replies (shadow mode) or sends them directly, you’re always in the loop. Everything happens in your normal WhatsApp inbox, with a few extra touches for the agent.

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Approving draft replies (shadow mode)

While shadow mode is on, the agent doesn’t message customers — it prepares a reply and shows it to you as a draft at the bottom of the conversation.
A shadow-mode draft with approve, edit and reject actions
You have three choices:
ActionWhat happens
Approve & sendThe reply is sent to the customer as-is.
EditTweak the wording first, then send. Your edited version goes out under your name.
Dismiss (the ✕)Nothing is sent. Use this when the reply isn’t right — over time, dismissed drafts help you spot what to teach the agent.

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See why it replied that way

Each draft has a Details link. Open it to see what the agent did behind the scenes — for example “searched availability” and “found 20:00 free for 4”. It’s a quick way to build trust: you can confirm the agent actually checked the calendar before promising a table.

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Translate a reply

If the agent drafts a reply in a language you don’t read, click Translate to see it in your own language before approving. This never changes what the customer receives — it’s just for you.
Translation is on us — checking a draft in your language never costs you any agent credits.

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When the agent hands off

The agent knows its limits. For anything sensitive — an allergy, a complaint, a request for a human — it stops, sends a brief reassuring reply, and flags the conversation for your team. This is called an escalation.
An escalated conversation flagged with an allergy reason
An escalated conversation shows:
  • Why it was escalated (e.g. Allergy / health).
  • The holding reply the agent already sent the customer.
  • A reminder that the agent will stay silent on that conversation for a while, so it won’t talk over you.
Just reply as you normally would to take over. If the question is a good one to reuse, Save to FAQ right there — see Knowledge base. You decide which topics trigger a hand-off in Safety & controls.

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Spotting what needs you

You don’t have to hunt for drafts and escalations. When the agent needs your attention, the messages icon in the top bar shows a count, and those conversations are flagged in your notifications so you can jump straight to them.

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Test the agent

Want to see how the agent behaves before a real customer does? The AI Agent settings page has a Test the agent panel on the right. Type a fake customer message and the agent responds using your current configuration — your persona, your knowledge base, your enabled actions. Change a setting, test again, and see the difference instantly. It’s the safest place to experiment: nothing here ever reaches a real customer.
Use the test panel to rehearse tricky cases: a last-minute booking, a customer writing in Darija, a question you’re not sure you’ve taught it yet. If the answer’s off, update the knowledge base and try again.